The A – Z of Enterprise Service Management
Enterprise service management – the use of IT service management (ITSM) principles, best practice, and technology in other business functions (such as HR and facilities) – is a way to transform your organization from a slow-paced, siloed company into an efficient and integrated working environment.
Below is my A-Z of enterprise service management designed to help you understand what it could do to benefit your organization.
Automation takes away painfully-boring manual tasks and allows staff to focus on more important, engaging work. Helping to create a working environment where everyone feels that they are adding value.
Data and processes flow better between departments. So, wave goodbye to siloed areas and say hello to a business where everyone is aligned and is able to work collaboratively.
When the business becomes more aligned, communication between departments improves dramatically. The use of enterprise service management technology will further help here too.
With collaborative working and improved communications, you can put an end to duplicated tasks, saving your organization both time and money.
Automated workflows, a fully-aligned organization, better communication, and no duplication of work. E couldn’t stand for anything other than “efficient” really, could it?
Although there’s only one system being used across the organization, each department owns its individual solution. This means that departments can adapt their solution to suit themselves. Thus, offering flexibility across the business – an integrated system that suits individual team requirements.
When your organization adopts enterprise service management, you’ll see improvements in governance. This is because the organization can now see “the whole picture” making it simpler to understand whether departments are adhering to company procedures.
Rather than having each business functions separate from another, enterprise service management ensures all areas are connected and working together as one. Employee onboarding is a great example of this.
Integration Capabilities (That Support Multiple Business Functions)
As your organization grows you can add additional capabilities to your chosen solution. Having integration capabilities means that you no longer need to spend large amounts of money on customized systems each time your organization expands – with the integration potentially serving multiple business functions rather than just one).
With everything you’ve read so far, it has to be right, doesn’t it? We’re not even halfway through my A-Z and you’ve already aligned your entire organization, improved communications, automated workflows, and become more efficient. Who’s saying “no” to this?
Your organization certainly will when you implement enterprise service management. (Can you tell I was struggling with “K”?)
Sure, it might look like a lot of money upfront but it’s a no-brainer that, over time, you’ll be saving a considerable amount by eliminating wasted resource, duplicated efforts, and inefficient manual work processes across multiple business functions.
Because your business functions are working together within one solution, your organization is much more equipped to see the full end-to-end process/service journey. This level of monitoring allows your organization to easily detect pain points and work to resolve them.
… but service management ain’t one.
Optimized Service Operations
When your organization is working as one, automating tasks to the correct people and working efficiently, service operations will be optimized.
Automation is a simple way to improve processes but enterprise service management offers so much more. Imagine a world where your tasks are directed to the right people, immediately. A world where a task is completed in one department and the information flows around your organization such that the same task doesn’t have to be conducted in another area. The end-to-end journey is mapped out, made visible, and works correctly first time, every time. That’s some pretty-major process improvement right there.
When you have an organization that works as a team, communicates effectively, and has the ability to adapt quickly, then you’re highly likely to deliver quality results to your end users.
When your business functions are working together and sharing information they become much more responsive. They can respond quicker and work faster because they’ve got everything they need in the right place to get the job done.
Your organization might already have an IT service catalog but imagine a company-wide catalog that incorporates everything your end users need in one, handy place.
Your organization will go through a huge transformation once enterprise service management has been adopted. A transformation that will set you apart from competitors who are still struggling with manual tasks, are duplicating work between departments, and have teams that have no visibility outside of their own area.
Your organization can offer its end users one solution to request whatever they need from whichever department they need it from. End users are also able to see the status of their tickets meaning that they don’t need to call your staff to find out what’s going on. This is far more in line with the experience end users have come to expect since the development of technologies like smartphones and the Internet of Things (IoT) where what they need can be with them in seconds.
When you’re working from one solution you have increased visibility across your entire organization. Remove the guesswork, eliminate the concealment that siloed departments create, and gain visibility across all of your business journeys.
If you have departments in your organization who are reliant on manual activities, email, or even paper-based workflows, you can scrap all of that and digitize them. Introduce automation to the workflows and you’ll not only save time and money but also significantly reduce your staff’s stress levels as they wave goodbye to tedious, manual working practices.
Ok, ok. I’ve already mentioned visibility so this one is a bit of a cheat but it’s also worth the reiteration. Enterprise service management really is that good – you don’t just get increased visibility, you get x-ray vision allowing you to see not only the flesh but also the bones of your entire organization. Come on, please let me have this one J
The enterprise service management approach is unique to each organization. There isn’t a single out-of-the-box solution that you simply implement and you’re done. It takes time and effort to create a match for your organization’s enterprise-wide needs if you’re going to do it well. And it needs proper planning before you progress. Suitable enterprise service management tools give you the ability to customize, integrate products down the line, and do everything your own, individual way. And, obviously, the easier it is to do these things the better it is for all involved – my SysAid colleagues tell me that our ability to implement quickly is a great selling point for us.
I think I’ve made this clear, right?
So there you have it. The A–Z of enterprise service management. A packed guide to show your organization how enterprise service management works and how it could benefit your entire organization.
Posted by Joe the IT Guy